Frequently Asked Questions
Shipping
How long does shipping take?
Orders are processed and dispatched within 1–2 business days. Once shipped, delivery typically takes 7–12 business days internationally, depending on your location and local customs processing.
Will I get a tracking number?
Yes. As soon as your order ships, you'll receive a confirmation email with tracking so you can follow it the whole way.
Do I have to pay customs or import fees?
Some countries charge customs duties or import taxes on international orders. These are the responsibility of the customer and aren't included in the item price or shipping cost.
What if my order is delayed?
Delivery times are estimates, not guarantees — customs, weather, and carrier volume can occasionally add extra time. If your order is taking longer than expected, reach out and we'll help track it down.
Returns & Refunds
What's your return policy?
Every TugTough comes with a 30-day money-back guarantee. If it isn't working out for you or your dog, email us within 30 days of delivery with your order number and a photo or short video of the problem. Once we've verified it, we refund you in full and you keep the toy.
How do I start a refund?
Email ecommgeorgem@gmail.com with your order number, a short note on what went wrong, and a photo or video that shows it. We reply within 1 business day.
Do I have to ship it back?
No. Approved refunds are issued without a return, so there's no label and no postage. We do need the photo or video, though; we can't process a refund without it.
What if my item arrives damaged or wrong?
Contact us within 7 days of delivery with photos of the issue, and we'll send a replacement or full refund at no extra cost.
How long do refunds take?
Once approved, refunds go back to your original payment method within 5–10 business days.
Can I cancel my order?
Since orders ship within 1–2 business days, cancellations need to happen fast. Email us as soon as possible. Once it has shipped, the 30-day guarantee applies instead.
Product & Safety
What size dog is it for?
Medium dogs, 22–45 lb: beagles, border collies, Australian shepherds, pit mixes, doodles and similar. If your dog is over 45 lb or a true power chewer, this isn't the right toy, and we'd rather tell you now than after you order.
How long is the cord, and where do I hang it?
5.2 ft at rest, stretching to about 6.8 ft. Loop the strap over a door, a tree branch at least as thick as your forearm, or a sturdy post, and set the rope at your dog's chest height so they pull instead of jump.
Can I use this for tug-of-war?
Yes. Hold the rope yourself for a normal game of tug, or let go and let the bungee do the pulling while your dog plays solo. Most owners do both.
Is it safe to leave with my dog unsupervised?
No. Like any tug or rope toy, TugTough is for supervised play. Take it down when you leave the house, check the rope weekly, and swap in the spare rope when it starts to fray.
What's in the box?
One 5.2 ft bungee cord with strap, two chew-resistant tug ropes (one to use, one spare), and a rubber puzzle ball that clips to the rope and holds treats. Every order also gets our free Stop Destructive Chewing guide by email.